Following review response best practices is extremely important. If you're augmenting your engagement strategy with AI, you need to make sure that your solution will make it easier (not harder) to flow between AI-powered and manual workflows.
When evaluating tools, look for these four capabilities:
1. Your team should have the ability to give the LLM instructions on the tone or language for outputs.
Your team are experts in customer service. Make sure they can customize the instructions given to the LLM. Then, the solution will have guidelines on how to generate review responses, like which language to respond in, the tone to use, or how many sentences the response should be.
It's also helpful if your team can embed fields within the instructions that are contextualized for specific situations. As an example, the AI could include the customer service entity that a reviewer should reach out to for additional assistance.
2. The LLM should be trained on your brand's tone, response style, and best practices.
For faster time-to-value, your review response tool should learn from previous replies to review. This will help your tool to generate relevant, on-brand responses — and it'll help your team reply to consumers faster, too.
3. The review response tool should be able to pull important business information into its AI-generated response.
Think of all the information about your business that your consumers may need: your location, hours of operation, your products and services, and even your customer service contact information. This may be important to include in the reply, and it requires that the LLM have lots of context about your business. To account for this, look for a review response tool that can also learn from your structured data, like the content in your CMS.
4. Administrative controls are necessary to guard your brand.
For any generative AI tool (and especially any tools that integrate with other platforms, like your CMS), your team leader needs the ability to restrict or grant user permissions. You may have some users that simply review and approve or deny the AI-generated reply, or you may have other users that have the permissions to edit review responses. However your team is structured, make sure the review response tool can accommodate it.